Front Desk & Guest Service Supervisor

Job Staus and Wage:

• Hourly Position
• $13.00 per hour

Job Requirement:

• Must be able to work on Guam USA without any restrictions
  • US Citizens
  • US Permanent Residents
  • Residents of Federated States of Micronesia (FSM)
• Must have at least 3 years of continuous Front Office experience in Hotel industry.
• Must have prior working knowledge of OPERA and POS systems. 
• Front Office experience in an IHG property is highly preferred. 
• Must be flexible to work all required shifts

Knowledge and skills

• Communication skills are utilized a significant amount of time when interacting with guests and employees. 
• Problem solving, reasoning, analytical, motivating, and training abilities are often used when assessing food service delivery and coordinating functions. 
• Basic math skills, reading, and writing are used when completing paperwork, sales reconciliations, and other reports.
• Must be able to work nights, weekends, holidays, and during inclement weather.
• Excellent interpersonal skills to build relationships internally and externally.

Language

• Fluent in English (speaking, listening, reading and writing). Able to speak reae and write Japanese, Korean or Chinese at professional level preferred.

What’s the job?

Ensure courteous, professional and seamless check-in and check-out of guests, proper care of guests, and proper handling of guest accounts. Provide assistance and information to guests. Ensure proper handling of payment transactions. Ensure courteous and professional reception of guests and care for their personal belongings. Managing and supervise a group of Front Desk & Guest Service Agents.

Your-day-to-day

People

• Lead the team by example by promoting and maintaining a safe and positive workplace
• Maintain regular and consistent attendance, appearance, and attitude
• Promote teamwork and quality service through regular communication and coordination with managers, team members, and other departments
• Advice managers on daily staffing recommendations
• Communicate management goals and ensure compliance of policies and procedures
• Conduct pre-shift briefings as requested by managers
• Assist in conducting performance appraisals and other HR-related actions as requested by managers

Financial

• Ensure smooth and accurate check-in and check-out of all guests through the proper handling of guest accounts
• Monitor and assist in ensuring that the Front Office is adequately staffed and that costs are controlled as much as possible
• Accurately and safely process all cash and credit card transactions in accordance with established procedures
• Ensure end-of-shift payment transaction balance/reconciliation. Audit work of staff to ensure accuracy and consistency. Coach and counsel as necessary
• Assist Accounting department in identifying and resolving discrepancies
• Ensure proper handling accurate recording of all guest accounts including IHG Rewards Club accounts

Guest Experience

• Enhance guest experience by responding timely to guest requests
• Respond timely and appropriately to guest request and complaints
• Make appropriate service recovery gestures in accordance with established guidelines
• Be familiar with repeat guests and IHG Rewards Club members and ensure proper handling

Responsible Business

• Provide information about local features, shopping, events, and recreational destinations
• Ensure the proper receiving and storage of guest luggage and maintain accurate logs accordingly
• Consult with managers to identify and realize optimal service delivery standards
• Be familiar with emergency response plans and be able to execute accordingly
• Ensure that work area is neat, organized and clean
• Responsible for the proper on-boarding, training and development of direct reports
• Initiate and innovate concepts that assist Front Office operations
• Adhere to and ensure compliance of all Resort and Departmental policies
• Ensure any potential or real hazard is reported appropriately and immediately
• Perform other duties as assigned

What we offer

In return we'll provide you a competitive financial and benefits package which may include Health (medical, dental & vision) insurance, a 401k plan with company match, Paid Time Off and Employee Discount. A chance to become part of the global IHG family - opening a door to endless career opportunities. We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role. 

Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives. 

IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans